Order Fulfilment Manager
Takealot Fulfilment Solutions (TFS), a division of Takealot Online (RF) (Pty) Ltd, is looking for a highly talented Order Fulfilment Manager to join our team in Cape Town
Join Our Mission at Takealot Fulfilment Solutions | We Are TFS
Revolutionising e-commerce logistics in South Africa with cutting-edge technology and operational excellence. We deliver 30+ million orders annually, empowering businesses and driving economic growth.
Who We're Looking For:
Innovative, ambitious individuals ready to shape the future of e-commerce logistics. At TFS, "Uniquely You" meets "Powerfully Us", where your individuality strengthens our collective mission.
At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.
This position reports: Head of Order Fulfilment
Your responsibilities will include:
3PL Courier Performance Management
Manage deliveries from dispatch to customers and back across all contracted couriers (inbound and outbound), including last-mile deliveries to customers
Facilitate system integration with couriers and manage call-back compliance
Manage volume flow through contracted branches
Drive operations against three core measures:
Establish daily, weekly, and monthly performance measures across the courier network
Constantly review existing processes to ensure they are streamlined and scalable
Quality — drive overall “In Full” performance
Delivery — drive delivery on promise to 98%
Exception and Claims Management
Manage time-in-status exceptions across the delivery lifecycle
Own the end-to-end claims process
Prepare reports, monitor, and analyse claims data to identify trends, patterns, and improvement opportunities
Develop and implement policies, procedures, and workflows to streamline claims processing and improve efficiency
Handle escalated claims issues and enquiries from claimants, providers, and internal stakeholders
Manage all queries and complaints, and report on them
Produce exception reporting across courier performance and delivery operations
Team Leadership and Continuous Improvement
Manage a team of 20 people across 7-day operation
Assemble and analyse daily data to manage the customer delivery experience
Identify and drive continuous improvement initiatives that deliver measurable performance gains
Research how delivery and logistics solutions are being implemented locally and internationally, using online tools, resources, and external information sources
Work closely with Call Centre and Dispatch to ensure smooth handovers and clear communication with customers
Succession planning and development of key managers within the team
Skills required:
Excellent influencing, persuading, negotiating
Takealot operational evangelist, understand clearly the Takealot courier business and provide input operationally, tactically and strategically on all operational facets
Strong problem evaluation and solution
Good leadership and team development
Excellent people management skills
Critical impact contract and commercial negotiation experience at executive level
Logistics supply chain design and development expertise/tools and techniques
Ability to interpret complex operational environment and implement leading edge, high performance management methodologies
Ability to interview and interact professionally with internal and external people
Qualifications & Experience
Degree in Logistics/Operations Management/ Supply Chain Management or 7-10 Year Experience in Supply Chain/Logistics.
7–10 years experience in last-mile delivery, 3PL courier, or transport operations (not warehouse or DC management)
Minimum 3 years' experience in a management role leading operational teams
Proven track record managing contracted courier or 3PL performance against SLAs
Sound operational background dealing with branch or franchise networks
Experience managing customers at a senior level
Why Join TFS:
Purpose-driven impact: Transform lives through logistics innovation Advanced technology: Work with cutting-edge systems in a fast-paced environment Career growth: Thrive in an agile space that champions continuous improvement Inclusive culture: Your unique perspective drives extraordinary results
At TFS, your growth is our growth. You'll be joining a team powered by Takealot Group's core values.
More than just a job, we offer:
A culture that celebrates individual uniqueness while championing the strength of togetherness. Be part of creating sustainable, scalable solutions that make a difference across South Africa's e-commerce landscape.
Takealot Fulfilment Solutions (TFS) is an Equal Opportunity Employer. Applicants from previously disadvantaged groups and people with disabilities will be given preference.